What could businesses be investing more Have you in to seen ensure a positive a smoother or customer negative reaction experience to introducing
? AI to your business model?
Yolande: The reaction has been overwhelmingly positive but also very pragmatic. For us, at PayPal, AI isn’ t about experimentation for its own sake, it’ s about delivering measurable value across the entire ecosystem. We’ re already seeing that in very concrete ways.
On the consumer side, AI is helping create more intuitive, personalised experiences, from smarter recommendations to faster issue resolution. On the merchant side, the response has been equally strong because AI is directly tied to growth.
We’ re using it to surface high-intent customers, improve conversion and reduce friction across the checkout experience. And in risk and fraud, AI and machine learning are analysing transactions in milliseconds to protect both consumers and businesses while keeping the experience seamless.
On the sales side, we’ re using AI intelligently as a business driver and not just as a report or dashboard generator. We’ re leveraging AI to learn more about our customers so we can identify opportunities to help them drive better conversion metrics.
Where it gets really interesting is what’ s next. We’ re seeing strong momentum around agentic commerce where AI doesn’ t just recommend, but can help complete transactions in a trusted manner. That’ s a major shift and PayPal is playing a leading and central role as the trusted layer that enables those interactions.
Guy: The reaction to AI has been broadly positive, but its impact in payments is very specific.
Where it matters most is in realtime decisioning – improving fraud detection, reducing false declines and adapting to transaction behavior as it happens. That’ s where it directly influences whether a payment is approved or rejected.
Used well, it allows platforms to make more accurate decisions in milliseconds, without introducing additional friction. Used poorly, it adds complexity without improving outcomes.
The difference is whether AI is embedded into the infrastructure that processes transactions, rather than applied as a separate layer on top.
126 June 2026